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Technology Support III

Technology Support III

JPMorgan Chase & Co.Plano, TX, United States
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Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III Specialist at JPMorgan Chase within the INFRASTRUCTURE PLATFORMS Team, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job Responsibilities

  • Apply technical knowledge and solve problems using methodologies for projects of moderate scope, focusing on improving data and systems running at scale, and ensure end-to-end monitoring of applications.
  • Work commandingly as an individual in a highly customer-focused Payments Affinity Team, providing 24 / 7 support for critical systems.
  • Resolve nuances and determine appropriate escalation paths.
  • Communicate clearly and concisely with both technical teams and non-technical stakeholders.
  • Analyze quickly and accurately to identify root causes of issues.
  • Monitor multiple systems simultaneously and respond to incidents in real-time.
  • Execute conventional approaches to build or break down technical problems.
  • Document incidents, procedures, and resolutions effectively.
  • Coordinate skillfully with cross-functional teams, including DevOps, Network, and Security.

Required Qualifications, Capabilities, and Skills

  • Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
  • Skilled in managing and troubleshooting Windows and Linux environments.
  • Comprehensive understanding of networking protocols such as TCP / IP, DNS, DHCP, VPNs, and firewalls, with basic troubleshooting capabilities.
  • Proficient in using real-time monitoring tools like Splunk and Grafana.
  • Basic proficiency in scripting languages such as PowerShell, Bash, and Python for automating tasks and analyzing logs.
  • Experienced with platforms like ServiceNow and Jira for effective incident management.
  • Knowledgeable in common enterprise applications and adept at troubleshooting related issues.
  • Capable of reading system logs, conducting health checks, and identifying potential issues before they escalate.
  • Actively participates in Root Cause Analysis (RCA) calls for P1 / P2 issues to identify underlying problems and solutions.
  • Enhances Grafana dashboards with additional telemetry identified through root cause analyses of previous incidents.
  • Willing to work in 24 / 7 rotating shifts to ensure continuous system monitoring and support.

    • Preferred Qualifications, Capabilities, and Skills

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    Technology Support • Plano, TX, United States